Senior Account Administrator, Pension Benefits

at  CIBC Mellon

COMPANY INFORMATION:

CIBC Mellon is a leading provider of asset servicing solutions to institutional investors in Canada, including multi-currency accounting, fund valuation, and investment information reporting. We are passionate about providing exceptional client service backed by our culture of innovation and success. Our outstanding employee experience will provide you with opportunities to learn and grow professionally while supporting the communities in which you live and work.
We are a diverse and dynamic workplace where employees take an active role in delivering on strategic objectives while advancing their individual career goals. We encourage innovative thinking and give our employees the support and resources they need to turn great ideas into actions.
We’re always looking for talented people who can make a meaningful difference for our clients, our company and our communities. To learn more about why our employees love coming to work each day, visit www.cibcmellon.com/experience.

POSITION OVERVIEW:

Provides administration duties for an assigned group of corporate pension plans overseen by Pension Benefits Client Service Team that include standard, complex and sensitive account types. Provides day-to-day support, issue and problem resolution directly to pensioners via the incoming 1-800 customer service telephone service. Processes regular and ad-hoc payments for assigned corporate pension plans through dedicated payment systems.

QUALIFICATIONS:

Specific Knowledge & Skills (not preferred or an asset)

• Community College degree with focus on business, finance or equivalent training
• Approximately 3 years progressive experience in a related field
• Knowledge of payroll procedures and legislative requirements
• Communication; time management skills

Working Conditions Unique to Job (i.e. Standard Office Environment)

• Receives incoming telephone enquiries, issues or concerns directly from pensioners, their family members, legal representatives, etc., via the 1-800 telephone service, providing contacts with requested information and problem resolution for standard, private, sensitive and complex account types directly or escalating as necessary
• Processes manual client instructions and daily lump sum files, through dedicated systems for approximately 60,000-75,000 pensioners /70-80 plan sponsors. Plan activities include new pensioner set ups, lump sum payments, ad hoc payment requests and pensioner maintenance. Follows up with clients on missing or unclear directions, escalates to Client Service Administrator if not resolved within administration team.
• Researches and supplies relevant information on current state of pensioner environment to Client Service Team and directly to incoming callers by maintaining current on regulatory, legislative, product, policy and procedural changes that will impact pension payments.
• Liaises with other CIBC Mellon internal departments (Client Service Team, Relationship Management, IPA, Fee Billing, Project Management and Information Delivery team ) to support the resolution of client enquiries, issues and concerns initiated outside of the Pension Benefits Operations group
• Provide effective desk coverage for absent co-workers
• Provide peer work verification ensuring processing accuracy and timeliness within established policies and procedures.
• Weekly rotation of duties – Call Centre/Quality Control/Processing
• Monitor assigned client inbox for incoming instructions and inquiries.